Organise for customer-centricity

Hardwire your ambitions into your business

True customer focus can take years to develop. But as time passes and people change jobs, your company's original resolve may fade. That's why you must hardwire your customer-centric ambitions into your organisation.

In 2:30 hours of video, this sprint pack reviews the three most impactful ways how you can achieve this through:

  • a governance structure, which makes sure that your organisation stays on its customer-centric course;
  • a corporate planning mechanism, which ensures that your customer goals are embedded in your strategic and operational plans;
  • an organisational structure, in which you break with the orthodoxies of production or process organisations and organise your activities around the customer's experience.

With support from your Customerfit coach you can adapt the above to the specifics and the culture of your business.

This allows you to hit the ground running as you organise for customer-centricity.

The Author

Alain Thys
Alain Thys
Alain is one of Europe's veterans in customer-centricity and human media.
With his teams, he has influenced the experience of over 500 million customers generated hundreds of millions in value. This journey has taught him - the hard way - what works and what doesn't when the customer buzzwords fly around.


Video editing: Sasha Thys

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